IT Support Lead

Description

Job Summary: We are seeking an experienced and highly motivated IT Support Lead to oversee and manage our IT support operations. The IT Support Lead will be responsible for leading a team of IT support specialists, ensuring the timely and effective resolution of technical issues, and maintaining high levels of user satisfaction. This role requires a blend of technical expertise, leadership skills, and a strong commitment to service excellence.

Responsibilities:

• Team Leadership & Management:
• Lead, mentor, and coach a team of IT Support Specialists.
• Conduct performance reviews, provide constructive feedback, and identify training needs.
• Schedule and prioritize tasks for the support team to ensure optimal coverage and efficient issue resolution.
• Foster a positive and collaborative team environment.
• Technical Support & Issue Resolution:
• Act as an escalation point for complex technical issues that cannot be resolved by junior support staff.
• Provide hands-on technical support for hardware, software, network, and system-related problems.
• Diagnose and troubleshoot issues across various platforms (Windows, macOS, cloud applications, etc.).
• Ensure all support requests are logged, tracked, and resolved within established SLAs.
• Process Improvement & Documentation:
• Develop, implement, and maintain IT support policies, procedures, and best practices.
• Create and update comprehensive documentation for common issues, resolutions, and system configurations.
• Identify opportunities for automation and efficiency gains within the support process.
• Contribute to the continuous improvement of IT services.
• System Administration & Maintenance:
• Assist with the administration and maintenance of IT infrastructure, including servers, networks, and cloud services.
• Manage user accounts, permissions, and access controls.
• Participate in IT projects, including system upgrades, migrations, and new technology rollouts.
• Customer Service & Communication:
• Ensure a high level of customer satisfaction through professional and empathetic interactions.
• Communicate technical information clearly and concisely to non-technical users.
• Collaborate with other IT teams and departments to resolve cross-functional issues.
• Vendor Management:
• Liaise with external vendors for hardware/software support and procurement as needed.

Requirements

Project Management, Asset Management, IT project management, Define Requirements

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